L1 Product Support / Technical Support Specialist

• Respond to customer inquiries and provide prompt and accurate solutions to their product-related problems via various communication channels (e.g., email, phone, chat).
• Diagnose and troubleshoot customer-reported issues, escalating more complex problems to senior team members when necessary.
• Assist customers in solving their issues, guiding them through step-by-step instructions and addressing their queries.
• Document and maintain detailed records of customer interactions, issues, and resolutions using our customer support software.
• Stay up to date with product knowledge and new features through ongoing training and self-learning.
• Contribute to the development or enhancement of the product knowledge base, creating support documentation and articles to improve self-service resources for customers.
• Provide feedback and suggestions to improve the usability and functionality of our products based on customer interactions.

What are we looking for:

• Bachelor's degree in a relevant field or equivalent educational background.
• Passion for technology and a strong desire to learn and grow in the software industry.
• Excellent problem-solving and analytical skills, with the ability to think logically and troubleshoot issues effectively.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical customers.
• Customer-centric mindset and a genuine desire to assist and support customers.
• Ability to work effectively both independently and as part of a team, collaborating with colleagues and other teams to resolve customer issues.
• Demonstrates strong ownership of tasks and responsibilities, ensuring timely completion while effectively managing priorities and deadlines in a fast-paced environment.
• Basic understanding of software applications and a willingness to learn new technologies.
• Proficiency in understanding Hindi is required, while Hindi speaking skills are optional.
• Prior experience in a customer service or support role (part-time, internship, or volunteer) is a plus.
• Familiarity with customer support software or ticketing systems is advantageous.

Professional traits:

• Open to work in shifts
• Clarity of thought and ability to work hard
• Escalation and stakeholder management skills
• Super motivated, go-getter attitude